CX research for an online supermarket

Duration: 3 months

Location: Berlin

Challenge

Oda is the leading online supermarket in Norway and wanted to expand into new geographic markets, including Germany. My role was to assess customer requirements in terms of digital product, assortment, pricing and service and define success criteria for the startup to scale its business in new markets. As part of my project, I worked with key stakeholders from different teams, including one of the co-founders of the company.

Approach

👨🏻‍🔬 Development of various online surveys to collect feedback from >1000 existing and potential future customers using different question types and advanced routing logic on Typeform

📊 Tagging textual user feedback from existing customers on product range preferences to recognize patterns and identify key product categories for improvement

📑 Analyzing internal insights, market studies and competitor information to identify market trends and refine the value proposition